Troubleshooting FAQ
Find answers by account, connection, route and billing scenario. First identify the scope of the issue, then change settings one at a time to make the cause easier to determine.
Account & Subscription
Resolve questions about registration, subscription access, configuration updates, device changes and platform compatibility. Keep account credentials and subscription configurations separate so login details are not mistaken for client configuration.
Is an email address required to register for VncVPN?
No. You can register with a username and password. Save your username and choose a password that you do not reuse on other websites. These credentials are needed to sign in to the user panel, access your subscription and view plans. If you switch browsers or devices, sign in to the same account instead of creating another one.
Where can I find my subscription after purchase?
After signing in to the user panel, find your current subscription in the account overview or client download area. Copy or import it through the panel; do not edit the link manually. The subscription lets your client retrieve route configurations. When your plan changes, return to the panel to confirm its current status.
How do I update my subscription link?
Find the current subscription in your client and run its update or refresh function. If the update fails, copy the subscription from the user panel again and import it instead of continuing to use an old cache. You can disconnect first, then select a route again after the update. If the client still shows outdated content, delete the old subscription and import it again.
Do I need to purchase again after changing devices?
No separate purchase is needed when you change devices. VncVPN supports unlimited devices online at the same time, so you can sign in to the same account on a new device and retrieve your subscription. To avoid configuration conflicts, get the current subscription from the user panel on each device and check the client’s proxy mode and system permissions separately.
Which operating systems are supported?
Windows / macOS / iOS / Android / Linux are supported. Client downloads and subscription access are available through the user panel. Permission settings, background behavior and proxy controls vary by platform. After importing, connect through the relevant platform interface and use a browser to check whether your exit location has changed.
Connection & Troubleshooting
Troubleshoot layer by layer through the system proxy, routing rules, subscription status and DNS. First determine whether every website, one website or only a particular app is affected.
Why can’t I open websites even though the connection says it is successful?
A successful connection only means that the client has established a local proxy or tunnel; it does not necessarily mean the target traffic is using the selected route. First confirm that the system proxy is enabled, then try another route and reopen the browser. If only an older page is affected, clear that page’s cache. If every site is affected, check your local network, proxy mode and DNS settings.
Why isn’t a particular app using the proxy?
A common cause is that the client is using rule mode and the app’s requests do not match a proxy rule. Temporarily switch to a broader proxy mode to test. If the app works afterward, the issue is usually in the routing rules. Also check whether the app has its own network settings and whether the system restricts the client from running in the background.
How should I troubleshoot a failed subscription update?
First confirm that your basic network can access other websites, then check that the subscription was copied in full. Disconnect and update it again so an old proxy state does not interfere. If it still fails, retrieve the subscription again from the user panel, delete the old entry in the client and import it again. When submitting a ticket, include the client name, operating system and the exact error message.
What should I do if the connection keeps dropping?
First check whether the drops occur only on one route. Switch to another region while keeping the same usage scenario to distinguish a route issue from a local network issue. If several routes drop, check power-saving settings, background permissions and network changes. Also avoid letting multiple proxy clients control the system network at the same time, as their configurations may overwrite one another.
How should I handle DNS problems?
A typical symptom is that the client is connected but domain names will not open, while some services still respond when accessed directly. Reconnect first so the client can take control of DNS again. Then disable any conflicting browser secure DNS setting or other network tools for comparison. Change one setting at a time so you can identify which configuration affects the result.
Speed & Routes
Route performance depends on the target region, local network, international path and time of use. Test routes in your actual use case instead of judging them only by their region names.
How do I choose the right route?
Start with the region where the target service is located, then test it on your current network. A nearby location is not always the best choice because local carriers, international paths and time of day can affect performance. Keep several routes that are stable for your usual activities. If access becomes unreliable, try another route in the same region before changing regions.
What should I do about slow speeds during evening peak hours?
During evening peaks, both local access networks and international paths may become congested. Pause bandwidth-heavy syncing or downloads, then compare other routes in the same region. If all routes slow down at once, disconnect and reconnect, and check whether your local network is also unstable. Avoid changing several settings in succession, or it will be difficult to identify the cause.
Streaming works, but playback is unstable. What should I do?
First confirm that the selected route fits the streaming region you need, then leave the playback page and reconnect. A platform may cache the region detected before the connection, so switching routes without restarting the page may not take effect immediately. For unstable playback, also rule out local Wi-Fi issues, background downloads and automatic quality adjustments.
What should I do if an AI tool reports a region or connection problem?
Choose one route that matches the target region and avoid frequently changing your exit location during the same session. Close and reopen the relevant pages, and clear the site’s session cache if necessary. If the browser works but a standalone app does not, check routing rules, the system proxy and background permissions instead of repeatedly changing routes.
How broad is VncVPN’s route coverage?
VncVPN covers 90+ countries / 200+ routes. The number of routes provides more choices of regions and paths; it does not mean every route performs identically on every local network or at every time of day. Choose based on the target website, your network and the current time, and keep alternative routes for regular activities.
Billing & Refunds
Monthly plans reset data by billing cycle, while data packages are consumed as needed. Before ordering, distinguish between the two billing models and confirm the plan allowance, upgrade rules and payment methods.
What prices and data allowances are available with monthly plans?
Monthly plans are: ¥9.9/month with 60GB, ¥18/month with 250GB, and ¥28/month with 500GB. Choose according to your everyday browsing, video streaming and file transfer needs rather than judging only by one speed test. Monthly data resets each month on the activation date; check the user panel for the current plan status.
Do data packages expire?
Data packages remain available until used and never expire. Options are: ¥158/300GB, ¥358/1000GB, and ¥658/3000GB. They suit users with irregular usage who prefer to pay based on actual consumption. Monthly plans and data packages follow different rules, so confirm the billing model you need before choosing.
When does monthly plan data reset?
Monthly plan data resets each month on the activation date rather than clearing on the first day of the calendar month. Check the current billing period in the user panel when reviewing your remaining data. Data packages remain available until used and never expire, so their usage model is separate from monthly resets. Compare both the service period and consumption model when choosing a plan.
How is a mid-cycle plan upgrade calculated?
For a mid-cycle monthly plan upgrade, the price difference is converted into remaining days. Before upgrading, check the current plan, remaining period and target plan in the user panel, then confirm the change. Do not place a separate order instead of upgrading, as this can create independent order records. If the panel status is not what you expected, submit a ticket with the order details.
Which payment methods are supported, and how do I request a refund?
Alipay / WeChat Pay / USDT are supported, with a 60-day no-questions-asked refund policy. To request a refund, sign in to the user panel and submit a ticket with the relevant order and request details. Screenshots alone may not provide enough information to verify the order. You can also review the refund policy before submitting to confirm the applicable rules and scope.